Platinum Package
Our Platinum Tier provides a dedicated, ring-fenced team operating as a direct extension of your organisation. Designed for businesses requiring high scalability and deep operational integration, it supports complex customer contact environments across voice and digital channels. With a team aligned to your processes and systems, Lemon delivers consistent 24/7 coverage while maintaining full operational oversight.
Who the Platinum Tier Is Designed For
The Platinum Tier is designed for organisations requiring fully dedicated outsourced support.
Many businesses adopt the Platinum Tier when customer contact becomes mission-critical to their operations and requires consistent service delivery from a ring-fenced team aligned with internal processes.
This tier is commonly used by organisations with higher contact volumes, complex operational workflows or customer support environments where deeper integration with internal systems and teams is required.
By providing a dedicated team aligned to your processes, the Platinum Tier delivers greater service consistency, operational control and scalability.
Dedicated Support
Unlike shared contact centre services, the Platinum Tier provides a ring-fenced team dedicated to your organisation. Agents operate as an extension of your business, working within agreed processes, systems and service standards. This approach allows organisations to maintain consistency of service, deeper operational knowledge and greater control over customer interactions.
Supported by Lemon’s enterprise contact centre platform and UK-based 24/7 operation, the Platinum Tier enables organisations to scale customer contact operations while maintaining high service standards. Dedicated teams can also be supported by Lemon’s shared contact centre operation to provide wraparound coverage during overnight periods, peak demand or seasonal spikes, ensuring continuous 24/7 support.
Enterprise Service Governance and Operational Control
The Platinum Tier introduces the highest level of service governance within Lemon’s contact centre framework.
Dedicated teams operate within bespoke service level agreements supported by regular operational reviews from a dedicated account manager and with Exec oversight, as well as structured reporting and performance monitoring.
This governance framework ensures organisations maintain clear visibility of service performance, customer contact volumes and operational outcomes while benefiting from the flexibility of an outsourced service model.
What’s Included in the Platinum Tier
- Dedicated, ring-fenced team
- 24/7/365 customer contact coverage
- Multi-channel customer contact support
- Interaction with internal systems and portals
- Unlimited third-party systems and portals
- Dedicated Account Manager with Executive Oversight
- AI-enhanced quality framework
- Bespoke Service Level Agreement
- Weekly Service Reviews
The Platinum Tier represents the highest level of outsourced business support within Lemon’s service framework, providing organisations with a fully integrated service delivery solution.
Many organisations combine the Platinum Tier with wider Business Process Outsourcing services, allowing Lemon to support both customer contact and operational workflows within a single outsourcing partnership.
FIND YOUR PACKAGE
| Bronze | Silver | Gold | Platinum | |
|---|---|---|---|---|
| Dedicated Teams | ||||
| Shared Agents | 2,000 mins | > 5,000 mins | > 10,000 mins | Wraparound option |
| 24/7 UK Coverage | ||||
| Account Management | Standard | Standard | Dedicated | Dedicated plus Exec |
| Service Level Agreement | Standard | Standard | Bespoke | Bespoke |
| Service Level Reviews | Annual | Quarterly | Monthly | Weekly |
| Quality Framework | Standard | Standard | Bespoke | AI Enhanced |
| Call Answering | ||||
| Email Management | ||||
| SMS | ||||
| Web Messaging | ||||
| Messaging Apps (e.g. Whatsapp) | ||||
| Third Party Systems & Portals | Up to 2 | Up to 5 | Up to 10 | Unlimited |
| On-Call Matrix | ||||
| Triage Tool | ||||
| Knowledgebase | ||||
| Live Dashboard | ||||
| Call Recording |
Discover How a Dedicated Team Could Support Your Business
24/7 Availability UK based Bespoke service